Service Standards
Opening Hours
Target: 100%

Throughout December 2024, our libraries were open for 100% of our advertised opening hours.
Enquiry Response Times
Targets: Chat: 90%; Ticket resolution satisfaction: 90%

In December 2024, we answered 95% of chats within 30 seconds, and 98% of customers who responded rated the resolution of their ticket as ‘good’ or ‘excellent’.
Training and Teaching Satisfaction Rates
Target: 90%

Throughout the autumn 2024/2025 term, 95% of the feedback we received in our live training and teaching sessions, and 93% of the feedback we received in our self-paced online sessions, indicated a rating of 4 or 5 stars.
Student Survey Scores
Target for all: 90%

For the 2024 NSS Survey the positivity score for Question 20: How well have the library resources (e.g. books, online services and learning spaces) supported your learning?) is 91.7% (down 0.4% from last year) - this is highest positivity score for all NSS questions at UCL for this iteration of the survey and an excellent endorsement of the service and support libraries provide for undergraduate students.
For the 2023 PRES survey, 85.7% of respondents agreed that 'There is appropriate access to physical library resources and facilities', and 92.9% of respondents agreed that 'There is appropriate access to online library resources'.
Our recent results
Standard | December 2024 | November 2024 | October 2024 | September 2024 | August 2024 | July 2024 |
---|---|---|---|---|---|---|
Opening hours (target: 100%) | 100% | 100% | 100% | 100% | 100% | 96% |
Chat response time (target: 90%) | 95% | 88% | 92% | 92% | 89% | 92% |
Ticket resolution satisfaction (target: 90%) | 98% | 97% | 97% | 98% | 97% | 97% |
Standard | Autumn 2024-25 | Summer 2023-24 | Spring 2023-24 |
---|---|---|---|
Training and Teaching Satisfaction Rates - Live Teaching and Training Sessions (target: 90%) | 95% | 98% | 96% |
Training and Teaching Satisfaction Rates - Self Paced Online Sessions (target: 90%) | 93% | 89% | 91% |
Survey | 2023-24 | 2022-23 |
---|---|---|
NSS Library Score (target: 90%) | 91.7% | 92.1% |
PRES (Physical) Score (target: 90%) | N/A | 85.7% |
PRES (Online) Score (target: 90%) | N/A | 92.9% |